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At Loews Hotels at Universal Orlando, our team members get to make a difference and have fun every day. Our world-class team brings to life the incredible, award-winning hotels located at Universal Orlando Resort. Named one of Central Florida's Top Workplaces and one of America's Best-in-State Employers by Forbes, we are committed to our power of we culture. As an Assistant Front Office Manager, you will be responsible for the management of the front office during your assigned shift. This includes staffing, training, scheduling team members, and planning and coordinating all Front Office activities to ensure the efficient operation of the department. Your role is crucial in delivering an exceptional guest experience, and you will be expected to foster a positive work environment that encourages teamwork and professional growth. In this position, you will supervise and lead the front office team, ensuring that staff are properly trained, motivated, and performing their duties to deliver exceptional guest experiences. You will manage schedules, maintain labor costs, and adapt operations based on guest needs and trends. Additionally, you will be responsible for managing the guest experience from arrival to departure, including guest check-in, reception, registration, rooming, and account settlement. You will also support the front office team in resolving escalated guest issues and monitor cashier accuracy while managing financial data and adhering to credit policies. Your role will involve troubleshooting systems related to key encoding, call accounting, in-room movies, video checkout, and PMS interface. You will coordinate hotel participation in marketing programs and ensure the provision of appropriate information to package guests. Furthermore, you will develop and distribute key performance metrics for the Front Office, including occupancy status and hourly house counts, and ensure effective and efficient interdepartmental communication. This position requires a proactive mindset and the ability to handle stressful situations and resolve conflicts effectively. You will also be expected to develop and update front office procedures and programs, performing other duties as assigned.
